Increased article adoption by 300% and leveled-off support debt while Red Canary’s customer base was growing very rapidly.

Built a new technical documentation department: creating department SOPs, career growth criteria, hiring, building cross functional relationships, editing all new content, and managing, mentoring, and coaching three writers working across seven continuous-delivery Agile product teams.

Video demos for onboarding. These saved enablement employees and customers many hours that would otherwise have been spent on basic system demos.

Salsa Knowledgebase work leveled-off support debt while Salsa’s customer base was growing very rapidly.

While documenting new features in Zendesk from two Agile teams, revised existing content and wrote an extensive amount of content to fill gaps. Created a full suite of UX content with Inline Manual. Linked Inline Manual pop-ups to online help so that the user had a comprehensive and coherent help workflow.

Work on Salsa Scholars increased training adoption by 100% and increased completion rates to 25% above industry average.

Spredfast Online Help in MadCap Flare, with source-control in GitHub (before that functionality was native). HTML CSS and PDF templates and automated builds in GitHub.

Created while extensively editing and revising existing content, writing new content for weekly software releases from nine, partly remote Agile teams, adopting and implementing WalkMe, managing and mentoring a junior writer, and hiring an additional writer.

UX Content

In addition to online help, I’ve written UX content in XML, Inline Manual, WalkMe, and Figma. I’ve also worked with engineers over chat and email to provide good copy. I’ve set up CSS for and written hundreds of in-app walkthroughs and in-app marketing and technical announcements.

Please check out my LinkedIn for work history details and endorsements, and contact me if you have any questions.